Billing Support Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead a team of approximately 10 billing agents during the APAC shift, focusing on queue management, escalations, one-on-one meetings, quality assurance reviews, and scheduling.

• Take ownership of your team's performance metrics and mentor agents for improvement.

• Address intricate escalations, including refund exceptions, Stripe disputes, subscription challenges, and product bugs.

• Ensure seamless transitions between your shift and the subsequent one.

• Create and uphold the quality assurance framework, scoring guidelines, and calibration processes across all shifts.

• Develop and refine the training program for new hires and ongoing agent growth.

• Manage the escalation playbook by defining tiers, crafting response templates, and tracking resolution patterns.

• Oversee the recruitment process for billing agents, including sourcing, screening, interviewing, and extending offers.

• Mentor Associate Managers on effective people management, performance discussions, and strategic thinking.

• Conduct performance calibration cycles and provide recommendations regarding promotions, performance improvement plans, and terminations.

• Act as the representative for billing operations in discussions with product, engineering, and finance teams.

• Manage organization-wide billing support metrics such as time to resolution (TTR), customer satisfaction (CSAT), quality assurance scores, reopening rates, and volume trends.

• Elevate the standards of technical troubleshooting in training and quality assurance by guiding agents to thoroughly investigate billing issues with appropriate detail (including logs, account status, and reproduction steps) before escalation.

⛳️ Requirements

• A minimum of 7 years in customer support operations, with at least 2 years in a management position overseeing leads or supervisors.

• Proven experience in establishing operational programs from the ground up, including quality assurance, training, and escalation processes.

• History of talent development: facilitating promotions, managing underperformers, and conducting calibration sessions.

• Preferred experience in the billing/payments sector: familiarity with Stripe, subscription billing, refunds, and disputes.

• Strong analytical capabilities: adept with data, dashboards, and making decisions based on metrics.

• Experience in fast-paced environments where processes need to be developed rather than merely followed.

• Technical proficiency: ability to comprehend the developer workflow and discuss common tools and processes comfortably (e.g., Git/GitHub, IDEs, basic debugging).

🏝️ Benefits

• Flexibility to work from home.

• Opportunities for professional growth.

• A small, highly skilled team.

• A culture that encourages spirited debates.